QUICK LINKS:
About Prints:
What is a Print ID?
When prints are collected and uploaded to our secure storage database by a Thumbies® partner, you will be given a unique, alpha-numeric print identification number which is assigned to your prints. You may then use the Print ID (aka Session ID or Profile ID) to order personalized jewelry and keepsakes from Thumbies.com.
Can I see fingerprints on your website?
All prints featured on our website are examples used for demonstration purposes only. Your loved one’s fingerprint images are housed in our secure storage database and are not accessible for general viewing.
What type of prints can be used on Thumbies® products?
Our keepsake products can accommodate different types of prints from fingerprints, handprints, footprints, and signatures for our loved ones to nose and paw prints of our faithful companions. Be sure to pick the product based on the type being ordered. Don’t know the type of print captured? Reach out to your provider.
Can I receive a copy of my loved one’s prints?
Due to legal and privacy regulations, Thumbies® does not have the authority to release prints directly to family members. We only store the prints for the funeral home (or other entity) that submitted the prints to us for keepsake orders. If you would like a copy of your loved one’s print, the funeral home or other entity that submitted the print to us would need to provide written authorization for us to release the print to you. Once we have written authorization, we can email the print(s) to you.
All prints submitted to us are put in a vault for the funeral home (or other entity) that sent the prints to us for safekeeping.
We are not able to release the prints to anyone without their written approval. This policy is to ensure the safety and protection of personal and identifying information (such as a fingerprint) of your loved one.
About Keepsake Products:
Can a personalized keepsake really ship in 24 hours?
Laser engraved keepsakes with our FastTouchTM designation are available with same-day production (FastTouchTM Products include Classic Pendants, Single Heartfelt Pendant, Lapel Pin, CRKT® Knives and Dog Tags). FastTouch TM production includes same day production and an upgrade to Next Day Air delivery (if available). FastTouchTM keepsake orders received by 12PM Central Time, Monday-Friday, will ship the same day and be delivered the following business day to U.S. locations. FastTouchTM keepsakes ordered after 12PM will ship the following business day Next Day Air. All other keepsake products have longer lead times.
How do I fill my Urn or Vessel Keepsake?
Your urn or vessel keepsake will ship with a special kit which includes instructions to help you fill it with cremains. Please reach out to your service partner for assistance with filling your keepsake.
Is it possible to order multiple keepsakes and have them in time for the memorial service or an upcoming event?
Our FastTouchTM Keepsakes are the perfect options for special events because when ordered by 12PM CT, Monday – Friday, they can ship the same day. See more information about FastTouchTM under our shipping information page.
Please note that due to the different production methods for our FastTouchTM Keepsakes versus our cast keepsakes, these items cannot ship together. If you wish to receive a keepsake sooner than others, we recommend creating separate orders so it may ship as soon as it is completed.
How do I care for and maintain my special keepsakes?
Sterling Silver Characteristics
Our .925 Sterling Silver keepsakes are nickel-free, making them virtually hypo-allergenic. Like any high-quality sterling silver piece, tarnishing may occur when exposed to air. If sterling silver jewelry is worn daily, the natural oils in the body generally keep it lustrous for long periods. However, over time or if not worn regularly, a piece can dull or tarnish. Many customers like when their pieces acquire this natural patina as it gives the piece character and can accentuate the appearance of the print.
Polishing
If your piece is tarnished, first try cleaning with a jewelry cloth. Often, simply polishing the keepsake will return it to its original shine. Use a good silver cream polish to restore the shine and place a protective coating (and tarnish resistor) on your piece. These are available in most hardware and grocery stores. Follow the manufacturer’s instructions. Silver cream polish should never be used on stones or resin.
Liquid Tarnish Remover
If heavily tarnished, remove the tarnish with a liquid tarnish remover, following the manufacturer’s instructions. It only takes a second or two. Never leave jewelry in liquid tarnish removers for longer than a few seconds. Also, never submerge jewelry with stones (synthetic or genuine) or resin in liquid tarnish remover.
Resin
Our Phoenix® Collection offers many options with resin. Resin can withstand most household chemicals, but avoid exposure to DEET, which is commonly found in insect repellents. As noted above, do not use silver cream polish or liquid tarnish remover on resin.
Plating
To help pieces retain the shine they had when new, we plate our Sterling Silver, 14K White Gold and Noble Bronze keepsakes* with a brand-new Rhodium plating. There is no additional cost associated with this service. This plating is significantly harder than any currently in use in the jewelry industry. If scratching does occur, Rhodium plated pieces can be re-polished to their original luster with very little loss of the plated surface by your local jeweler.
* Excludes keepsakes with Patina. Due to the manufacturing process used, Phoenix® Keepsakes that include resin are plated prior to resin being applied and cannot be re-plated thereafter.
How do I find the correct ring size to order?
Due to the nature of print production, our rings cannot be resized while maintaining the integrity of the print. We recommend you visit a professional jeweler to be properly fitted for a ring prior to ordering. Or, use our ring sizing tool for a general reference.
My Account & Order Status:
How do I create an Account?
To create an online account, click on the person icon in the upper right of our website. From your mobile device, you’ll click on the menu icon, then select the person/account icon.
How do I edit my account information?
- Click the person icon at the top right-hand side of our website. From your mobile device, you’ll click on the menu icon, then select the person/account icon.
- From your main account page, there are links to update billing and shipping addresses, payment information, email address, password, or even edit a review that you wrote. Please reach out if you have any questions throughout the process.
I forgot my password.
- Click on the person icon at the top right-hand side of our website. From your mobile device, you’ll click on the menu icon, then select the person/account icon.
- Click on the Lost your password? link located under the login fields.
- Enter the email address you used to set up your account.
- Click on the reset password button.
- Check your email and follow the instructions provided to reset your password.
How do I track the status of my order?
- Click on the person icon at the top right-hand side of our website. From your mobile device, you’ll click on the menu icon, then select the person/account icon.
How do I cancel or change something on my order after its submitted?
If you just placed your order at Thumbies.com and realize you made an error and need to change something or cancel the order, please call Customer Care Team at 877.848.6243 as soon as possible. Our office hours are Mon-Fri, 8:00 am-4:30 pm CST. Please be aware that once an item has been moved into production, we can no longer change or cancel that item.
I have an item missing from my shipment.
There are times when we will need to ship an order into different shipments. For example, if one of your items was a FastTouch™ product and the others were not. Otherwise, all your keepsakes will ship together once completed. If you feel there has been a mistake and believe that an item is truly missing, please contact our Customer Care Team at 877.848.6243.
What day will my package arrive so I can arrange to be home to sign for it?
Only shipments over $1,000 require a signature. We provide a Tracking Number to track your shipment via the carrier's website (United Parcel Service UPS) for the most current and accurate data. You will receive a shipping confirmation email with your tracking number when your order ships, or you can click on the Account icon on our website and check your order status there.
Shipping, Warranties, Returns:
Do you ship to my country?
Thumbies currently ships to the US and Canada. Please call us at 877.848.6243 or at 847.381.9000 if outside the U.S. to see if we can accommodate special shipping arrangements.
How much does shipping cost?
Your keepsakes will ship via Domestic Standard at a flat rate of $20.00 USD; unless you choose to upgrade to our Next Day Air flat rate service for $40.00 USD. For Canada, your keepsakes will ship Standard for $45.00. Cremains shipping fee is $45.00. For all other select countries, please contact Customer Care.
When will my order ship?
All keepsakes within your order (EXCLUDING FastTouch™ Keepsakes) will ship together once all keepsakes in your order are completed. If you wish to receive a keepsake sooner than others, we recommend creating separate orders so it may ship as soon as it is completed.
Shipping times will be determined by your location and the shipping method you select(ed) at check-out. Our standard shipping method is UPS. Orders with Next-Day Air will be delivered the following business day after the order is processed and ready for shipment. All shipping time frames are in addition to the time it takes to create your keepsake(s).
| Keepsake Style | Production Time | Shipping/Transit Time |
| FastTouch™ Laser Engraved Sterling Silver Keepsakes | Same Day if ordered by 12PM CT, Monday-Friday | Ships same day, delivered the following business day to U.S. Locations |
| Cast Silver | 3-4 business days | Standard 1-4 Day Transit to US locations |
| Cast Bronze | ||
| Cast Gold (Yellow, White & Rose Gold) | 7 business days | |
| Ceramic Elements™ |
Some things to keep in mind when ordering:
- Orders totaling more than $1,000 must be signed for. “Signature not required” is not an available option.
- Orders shipping to P.O. Boxes will be shipped USPS and this will increase transit time.
- Orders containing cremated remains are shipped USPS, which charges a special handling fee in addition to the standard shipping cost.
- Expedited shipping services are available if needed.
- Orders to Canadian locations may require an additional 2 - 4 business days for delivery due to Customs processing.
- Shipping Outside the U.S.: We pay all applicable import duties and taxes.
- For shipping prices to destinations other than the U.S. or Canada, please contact Customer Care at 877.848.6243 (or 847.381.9000 if outside the US).
Do you offer a warranty on your products?
Thumbies® Guarantee:
Our keepsake products are custom made and fully personalized for you and your family. As a result, we cannot accept them for return or exchange unless there is a manufacturing error, product defect, or shipping damage. Thumbies guarantees its products to be free from defects in material and workmanship for a period of one year.
Items not covered in this warranty include:
- Engraving errors made by the customer
- Stone loss due to prong damage
- Discoloration due to environmental factors
- Discoloration due to an allergic reaction to the base metal or its alloys
- Damage due to wear, customer neglect, or abuse
From the moment we craft your piece until we package it for shipment, our team is committed to go above and beyond your expectations in quality, workmanship and care. If a keepsake arrives with a manufacturer’s defect, please contact Customer Service within one week of receipt of your keepsake and include pictures if applicable. We promise to make it right. We will evaluate your claim and respond with the status.
The best way to ensure satisfaction is to evaluate all your options for customization before ordering, and to work with your purchase source to get the clearest possible scan. This warranty does not cover keepsake items that have been lost; we recommend checking with your insurance agent in the event a keepsake is lost.
How do I return my order?
You must receive a Return Merchandise Authorization (RMA) from us to include with your return - any items sent to us without an RMA will not be processed. All RMA items will be shipped via our standard delivery service.
I received the wrong item in my order.
If you believe you received the wrong product, please contact us within one week of receipt of your keepsake and explain the problem, and we will work to make it right. You must receive a Return Merchandise Authorization (RMA) from us to include with your return - any items sent to us without an RMA will not be processed.
Payments & Billing:
Do you have financing options available?
At this time, Paypal is available and any financing agreements is done through their payment features.
What are my payment choices?
For your convenience, we accept most major forms of online payment, including Visa, Mastercard, Discover, American Express and Paypal. Thumbies® Partners in good standing can also pay by Purchase Order.
Please note: All charges are submitted and processed in US Dollars (USD). Prices and totals displayed in other currencies are estimates for your convenience only - currency exchange rates vary and will be determined by the processing bank at the time of the transaction.
When is my Credit Card charged?
Given the custom nature of each keepsake produced, we process payment at the time of purchase to begin crafting your item without delay.
